IT Desktop and Network Support Technician (On-Site Dispatch)

About the Role

Provides administration and maintenance of IT hardware and software in production environments in conjunction with onsite and remote Delivery Teams. This role focuses on resolving incidents, managing site infrastructure, and ensuring service levels are met for all IT support requests.

Main Responsibilities

• Administer and maintain IT hardware and software in production environments
• Resolve, record, and update incident resolution and workflow details following ITIL processes
• Troubleshoot and manage site IT infrastructure including desktops, laptops, printers, mobile phones, and network devices
• Execute deployment of IT solutions according to specifications and procedures from Service Delivery organization
• Monitor and coordinate first-line and Service Delivery help desk services to ensure effective user support
• Perform onsite patching, network connection patching, and server/router power cycling as requested

Key Skills Required

• Strong Microsoft Operating System installation and troubleshooting skills
• Break/Fix expertise with desktops, workstations, notebooks, printers, and handheld devices
• Proficiency with Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
• Understanding of networks, servers, and telecommunications infrastructure
• Excellent client service and communication skills (written and verbal)
• Knowledge of ITIL processes for incident and problem escalation

Required Tools

• Laptop (Windows/macOS) with terminal tools and full administrator rights
• Console cables and adapters (RJ45-to-USB/Serial)
• Spare patch cords and basic screwdriver kit
• Cable testing tools and crimping equipment
• Labelling machine